Job Description

Req ID: 105555

NTT DATA Services strives to hire exceptional, innovative and passionate individuals who want to grow with us. If you want to be part of an inclusive, adaptable, and forward-thinking organization, apply now.

We are currently seeking a ITOps - Infonova R6 Support Analyst to join our team in Bangalore, Karnātaka (IN-KA), India (IN).

• Responsible for resolution of Level 1 and Level 2 incidents in accordance with established Service Level Agreements
• Carry out investigation by studying the service logs, troubleshooting guides to identify the cause of the issue and carry out necessary steps to provide L1/L2 resolution to the incident and reinstate the operational service
• Be available 24 x 7 on ROTA to investigate and resolve Priority 1 and Critical incidents.
• Manage the incident with Level 3 / Level 4 teams. i.e., be responsible for managing the end to end resolution of tickets that includes raising ticket with Level 3 / Level 4 teams and following up with them until the incident is resolved.
• Report progress of incident resolution in an unambiguous and timely manner
• conduct thorough impact and root cause analysis of the incident and publish the findings in the form of incident report
• Create or update knowledge articles based on the incident and problem learning.
• Create and update knowledge articles to improve process adherence, to provide how-to/self-service guidance in order to reduce end-user dependency on operations team
• Responsible for deployment of application code or configuration changes in the production environment
• Maintain pre-production environment at the production level.
• Carry out operational acceptance testing (OAT) of new changes on pre-production environment.
• Carry out daily Application Health Check proactively to catch any symptoms that might lead to incidents and implement/take measures proactively to avoid incident occurrence
• Maintain platform stability, performance and resilience through proactive monitoring of system and schedule checks, CPU, memory and storage checks, integration queues, database growth and other integration, event and error log.
• Monitoring of scheduled tasks logs/alerts to ensure they run and complete as expected
• Maintain support documentation upto date.
• Responding to business user queries

Experience/Skill/Capability Requirements

• Bachelor’s and/or Master’s degree in Computer Science, Engineering or related technical discipline
• 4+ years of IT professional experience within a global organisation
• 2+ years’ experience with R6 Concept to Cash platform
• 2+ years’ experience in Telecommunications service
• 2+ years’ experience of support analyst experience with in-depth ITIL framework knowledge
• Should have the ability to identify right prioritisation of incidents, which requires in-depth billing domain knowledge
• Should be able to switch between various tasks seamlessly
• Capable of dealing with intense situation during P1 or critical incidents and remain focussed on the resolution of incidents.
• Knowledge and experience of agile methodology & tooling (e.g. Scrum, Kanban, Jira & Confluence) is an added plus
• Capable of analysing new requirements and provide solution delivery estimates
• Strong knowledge of the entire software development lifecycle
• Be up to date with technology in order to bring in innovation and service improvements
• Have a good understanding of application architecture, data architecture, infrastructure and business processes

About NTT DATA Services

NTT DATA Services is a global business and IT services provider specializing in digital, cloud and automation across a comprehensive portfolio of consulting, applications, infrastructure and business process services. We are part of the NTT family of companies, a partner to 85 % of the Fortune 100.

NTT DATA Services is an equal opportunity employer and will consider all qualified applicants for employment without regard to race, gender, disability, age, veteran-status, sexual orientation, gender identity, or any other class protected by law.